Standardization vs Unique Customer Centric Customization?

For Those About to Rock (We Salute You)

STANDARDIZATION vs UNIQUE CUSTOMER CENTRIC CUSTOMIZATION?

I indeed salute all of you GBS and SSC leaders and employees across the world, who have to grapple with this question every day.

There is no doubt that for many years in Shared Services and GBS, we have ensured that we look to drive standardization across the board in all of our processes, teams and deliverables. Process consistency has always been key.

“As Global as possible. As local as necessary.”

Efficiency and Effectiveness score much better when your processes are standard.

But are there times when we need to tailor unique custom-built solutions to the wishes of our client base? Does that drive additional Customer Centricity?

A delicate balance.

The 3rd E

Experience.

I do have to say, I am very happy indeed with my unique event shirt from AC/DC’s mind blowing Netherlands gig yesterday. ⚡

Of course, the band as usual have a fantastic core range of different European tour shirts, with all the dates and some amazing designs – that they can sell as “standard’ across all 21 concerns of their European tour this summer.

Effective and Efficient!

However, I love the way they have created a unique Experience one-off limited-edition shirt for each date on the tour.

The Amsterdam one is brilliant. A classic Angus pose from the Bon Scott days, with the tulips in the colours of the Dutch flag. Emblazoned with a fantastic back print commemorating the details of the Johan Cruff Areana gig in Amsterdam on 5th June 2024. A unique shirt to wear and be proud of, celebrating a momentous occasion.

Obviously not every band I see on tour, has the luxury to do this – and most times I am always happy with the many “standard’ tour band t shirt that grace my wardrobe - but once in a while it does seem extra nice to have something a little bit different and unique, from a Customer Centric and Experience perspective!

And what a gig it was! AC/DC were on fire with Angus and Brian completely on form, with the usual cannons, bell and plenty of fire and fireworks!  Huge energy from them and the rest of the band.

Such an amazing live band. Riff Raff, Sin City and TNT were probably special stand outs for me. But there wasn’t a single bad song in the career spanning setlist Go see them on tour if you get the chance!

It's the 6th time I have been lucky enough to see them, and they have as much energy as the first time back in 1991 in Belfast!

So which is it to be?

Should GBS always be about Standardization?

For Effectiveness and Efficiency?

Or is there room occasionally for occasional Unique Customer Centric Offerings and customizations to enhance Experience?

Or how do we best balance both in GBS, Shared Servies and Finance Operations?

Interested to hear your views. Fire! 🔥

We Salute You! ⚡

This post was published by Chris Gunning from NielsenIQ, member of SSON's global advisory board, on LinkedIn on June 6, 2024. Read the original post here. 

Standardization is the cornerstone of delivering cost-effective services. At SSON Research & Analytics, we track over 140 benchmarks that help you meet your standardizerd process targets. Ready to optimize your operations? Click here to discover how we can help.